Powertips, tricks and basics of customer service on Twitter. We train how to use social media in your e-marketing.

1. Everything you should know about
Customer Service
on Twitter

2. CONTENTS
 Share your contact Info
Let your audience know how to reach you.
 Use direct messages
They will contact you, and you have to respond.
 React to your audience
Your audience will react to you, so react back.

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4. Share your Contact Info

5. Let your followers find you
 They will want to talk to you in the real-world, so
let them.
 Twitter let’s customers find you with ease.
 Helps you avoid public complaints.
Why should I share my contact info?

6. Limited space on Twitter
 There isn’t much space for contact info, so only
put the essentials.
 Type your website address into the Website box.
 Add your email or phone number into the bio
box.
How do I share my contact info?

7. Direct Messages

8. What are direct messages?
One more way to contact you
 They are messages from followers that only you
can see.
 It’s a quick way to directly talk to your followers.
 You have to respond to them to keep your
followers happy.

9. Keep your audience happy
 If you don’t, they will feel ignored.
 Responding shows that you take social media
seriously.
 It also shows that you care about your followers’
concerns.
Why should I respond to messages?

10. It’s easy!
 Select the Messages tab on your homepage.
 Select the message you want to respond to.
 Type what you want to say to this follower.
 Hit send.
How do I respond to messages?

11. How do I respond to messages?
But watch out!
 Be authentic. Don’t send automatic
messages.
 Your followers will know and they won’t
appreciate it.
MON TUE WED THU FRI SAT SUN

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13. React to your Audience

14. Why should I react to my audience?
Show them you care
 You can’t only respond to private direct
messages.
 People will interact with you on your tweets
and in their own.
 Your audience wants to be heard, show them
that you’re listening.

15. Why should I react to my audience?
It benefits you too
 Reacting to them boosts your likeability
online.
 It encourages people to engage you even
more.
 If you respond consistently, they will keep
engaging you.

16. How do I react to my audience?
Tweet replies
 Respond to users when they reply to your
tweets.
 Reply back to thank them for their reply or to
answer a question.
 Favourite the tweet if you like what they said
or just to acknowledge them.

17. How do I react to my audience?
Mentions
 Respond to users when they mention you on
Twitter.
 Answer them if they are asking you a question
or calling you to comment.
 Favourite their tweet if you merely want to
acknowledge them.

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